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This 2.5 week program was developed in line with the ITIL Framework, and also in considerations with the British Standard BS15000 and ISO/IEC 20000. Its content and value exceeds the level of Service Manager Certification.

Course Outline
For service managers, IT account managers, process owner / managers, senior managers, architects, IT business analysts, and senior support staff, as well as Business IT service managers, IT service buyers, and Outsourcers.

NOTICE: This course will no longer be available after Aug. 31, 2010.  Those interested in ITIL V3 Expert Certification will need to follow the longer and more costly V3 Expert Path

Next Program begins in Toronto on:
Part 1: Mar 1-5 (Service Delivery)
Part 2: Mar 15-19 (Service Support)
Part 3 Apr 12-14 (Review and Exams)

    * This 2.5 week program (week-one Service Delivery, week-two Service Support, followed by one-day review and two certification exams) was developed in line with the ITIL Framework, and also in considerations with the British Standard BS15000 and ISO/IEC 20000.
      Its content and value exceeds the level of Service Manager Certification.
    * This is a 3-in-1 program - It not only trains the participants in ITIL concepts and knowledge, but also prepares the participants for the certification exams by providing necessary information and exercises. In addition, through extensive group exercises with real life Case Study, the participants will practice not only in the application of ITIL knowledge but also the initiation and implementation of an ITIL program.
    * Unlike other popular programs, the AHEAD ITIL Service Manager program focuses on how to understand and answer exam questions. It prepares participants for “real world” challenges with practical hands-on exercises that bring immediate value to their organizations. We promote the assessment of ITSM process capability and building recommendations to transform current practices to the ITIL best practices.
          o Lecture (20% of time) – Key ITIL concept and knowledge
          o Exercise (70% of time) – Enhanced learning through extensive and practical exercises.
            Five key features of exercises:

               1. Transfer of practical implementation experiences and skills through seasoned and experienced instructors
               2. Crystallize the ITIL concept and knowledge
               3. Provide real life practical exercises by using case study
               4. Practice how to answer the exam questions with right format and length.
               5. Practice how to answer the exam questions using effective exam technique.

          o Homework – Daily homework assignments to deepen the learning by reviewing and consolidating the learning during the day.
          o Homework review (10% of time) – Additional step to solidify good and accurate understanding of ITIL concept and knowledge.

Objectives The primary objectives are:
    * To provide participants with;
      - A strong understanding of the relevance of Service Management to an organization,
      - A clear comprehension of the key processes and responsibilities of IT Service Management ,
      - A practical knowledge of the application of IT Service Management best practices

    * To provide participants a firm knowledge in the definition, implementation and management of an IT Service Management program, as well as the knowledge and pre-requisite to prepare for the ITIL Service Manager Certification exam.

Course Materials This program includes copies of program material as well as reference documentation:
    * Program Slide Presentation
    * The ITIL Service Support and Service Delivery books
    * ITIL Service Support and Service Delivery Synopsis documents
    * ITIL Security Management book
    * IT Service Management ITIL Pocket Guide
    * A extensive compilation of sample examination questions and marking guidelines
    * Various case studies
    * ITIL acronyms and glossary
    * An collection of sample documents and templates for the implementation and management of IT services
    * Extensive in-class group exercises

Who should attend? This course is for everyone who:
    * Senior IT managers responsible and/or involved in the IT service delivery
    * For service managers and senior support staff responsible for the implementation and integration of ITSM processes
    * Process owner and managers including senior managers
    * Solutions architects and IT business analysts
    * Business IT service managers and IT account managers
    * IT service buyers and outsourcers who intends to acquire detailed knowledge of ITIL IT Service Management Framework and Best-practices.

Course Content This course covers the following topics
    * ITIL Service Support Processes and Function
      - Configuration Management
      - Service Desk
      - Incident Management
      - Problem Management
      - Change Management
      - Release Management

    * ITIL Service Delivery Processes
      - Service Level Management
      - Financial Management for IT Services
      - Availability Management
      - Capacity Management
      - IT Service Continuity Management

    * ITIL Security Management

    * Planning to Implement Service Management

    * Defining Key performance Indicators (KPIs)

Prerequisites & Certificates

Certificates offered

Cancellation Policy
10 business day cancellation policy. if the course is confirmed and the student cancels within 10 days of the course, then they get charged and apply a credit for future courses. If they cancel outside of 10 business days, then there are no charges at all.
Map & Reviews
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Here are some reviews of the training vendor.
I realize that we are constantly dealing with technology, but I still think for a registration fee of almost $3,000, that a hardcover book should be included. I know that the option to print the book on a one-time basis exists.
Reviewed by 2016
Reviewed by 2016
The instructor was very knowledgeable and answered all questions. Jarod did an excellent job presenting.
Reviewed by 2015
The room was cold. I had to sit next to the space heater. It would be good to tell future patrons to dress warmly AHEAD of time. No suprises.
Reviewed by 2015
He was great and offered his contact info for further questions.
Reviewed by 2015
Howard was a fantastic instructor and the course was exactly what I required.
Reviewed by 2014
The trainer was excellent - the course exceeded my expectations.
Reviewed by 2014
This course provides an excellent overview and a bit of practice on the various functions of SharePoint 2013. I was disappointed at the number of exceedingly long breaks given after each module. I would have preferred less break time and more content to the course. Having never taken a SharePoint course with another provider, I don't know if this is the norm with all providers of just this one in particular.
Reviewed by 2014
I ranked the "Use of Technology" low because for Users who were remote the VM's that were setup were a little wonky. Could be very slow at times and then sometimes they needed to be refreshed to work properly with the lab. In some instances we couldn't follow along as replication would not occur fast enough and we would have our lab cut short (for us remote Users).
Reviewed by 2014
The instructor was good at remembering to acknowledge the online students even though he was facing a classroom of students also.
Reviewed by 2014
Insructor was not so good with the live examples. Also the handouts was not so useful
Reviewed by 2013
The trainer was excellent, very knowledgeable and had a lot of valuable experience to share. The problem was that there were way too many workshops that took too long and interfered with getting the maximum benefit from the instructor and the course.
Reviewed by 2013
This was quite informative. It was a great opportunity to have ‘real life’ discussions with certified PMs. The instructor had excellent examples and was able to share his PM experiences with us with concrete examples. In addition, this was a great opportunity to network with private sector/public sector PMs and develop a better appreciation of PM on both sides of the fence. Cheers, CL
Reviewed by 2013
Reviewed by 2013
I did not like the video format
Reviewed by 2013
As a remote attendee, it appeared the instructor paid attention to the "Attendee" and "Chat" windows only a few times throughout the day, so I was not confident that he would see if I sent a message or raised my hand during the course.
Reviewed by 2013
The chairs were not very comfortable and the material contained spelling and grammatical error (a few but still)as well as repetition of words.
Reviewed by 2013
Was a bit slow the last 1/2 day. Of course, for some, this was the last of a 4 day course (not just 2 days).
Reviewed by 2013
I really enjoyed the course and I learned a lot. The pace was excellent.
Reviewed by 2013
Reviewed by 2013
The room was excellent on its own - less distraction and no noise around you. There was no direction to the room when I walked in and therefore was not sure if I was heading in the right direction. We were not provided with the direction that there was coffee and fridge on the 3rd floor, and the bathroom floor was dirty.
Reviewed by 2012
This course was great, very informative, had Lionel as instructor and he was also very good.
Reviewed by 2012
Instructor was eager to assist but lacked subject matter expertise. Course time management was very poor. Content provided could have been delivered effectively in a one day course.
Reviewed by 2012
Good Course, good trainer. All questions addressed equally and in a timely professional manner.
Reviewed by 2011
The course content was interesting; however, the instructor didn't have enough knowledge about Microsoft Sharepoint 2010 Development and wasn't able to answer questions without google search. In the future CTE needs to make sure the instructors have real on-hands experience and are highly trained in the technologies they are supposed be teaching.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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